Head of Shared Services & Call Center Strategy

Mom's Meals; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

PTO

Holiday pay

Holiday of choice

401(k) match

Life insurance

Short-term disability

Health, dental, and vision insurance

HSA and FSA options

Job summary

Mom's Meals is seeking a senior leader to develop and execute a strategic shared services approach for our call center operations across the organization. The role focuses on aligning processes with business goals and leveraging technology to improve service delivery.

You will oversee change management, standardization across teams, and adoption of new CTI/CRM tools and AI-driven analytics. A Bachelor's in business plus 10+ years in call center operations and 5+ years in leadership are required,

Qualifications

• Bachelor's degree in Business Administration or related field.
• 10+ years in call center operations with 5+ years in senior leadership.
• Strong understanding of call center technologies, CRM/CTI, analytics and AI.

Responsibilities

• Develop and execute a shared services strategy aligned with business objectives.
• Identify and implement best practices to standardize processes across call center teams.
• Lead change management initiatives for centralized service models and new technologies.

Skills

Call center operations

CRM/CTI

Analytics

AI

Leadership

Change management

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Analytics platforms

AI tools

Job description

Mom's Meals is seeking a senior leader to develop and execute a strategic shared services approach for our call center operations across the organization. The role focuses on aligning processes with business goals and leveraging technology to improve service delivery.

You will oversee change management, standardization across teams, and adoption of new CTI/CRM tools and AI-driven analytics. A Bachelor's in business plus 10+ years in call center operations and 5+ years in leadership are required,